Shipping Policy

Last updated: 23 October 2026

1. Delivery Areas

We deliver to eligible addresses within the United Kingdom.

Available delivery services and any postcode restrictions are shown at checkout. Some remote areas, islands or other locations may have different delivery times or charges, which will be disclosed before you place your order.

If your address is not accepted at checkout, please contact help@atelieropulence.com before ordering.

2. Order Processing

Orders are normally processed within 1–3 business days after payment confirmation.

Orders are not normally processed or dispatched on weekends or public holidays.

If a payment or order detail requires verification, we will contact you. Any resulting change to the expected dispatch date will be communicated.

3. Estimated Delivery Times

Our standard estimated delivery times are:

Stage	Estimated time
Order processing	1–3 business days
Transit after dispatch	3–9 business days
Total estimated time	4–12 business days

Business days are Monday to Friday, excluding public holidays.

These estimates are not a guaranteed delivery date unless we expressly agree otherwise. Any different delivery period applicable to your order will be disclosed before purchase.

Delivery may occasionally be affected by severe weather, customs checks, transport disruption or unusually high demand. If a significant delay occurs, we will provide available updates and explain your options.

A delay does not automatically extend an agreed delivery deadline or remove your statutory rights.

4. Delivery Charges

Delivery charges, where applicable, are shown at checkout before you place your order.

Charges may depend on your delivery address, the items ordered and the service selected.

Free Standard Delivery

Free standard delivery is available on eligible UK orders with a product subtotal of £[INSERT THRESHOLD] or more after discounts.

Any exclusions or postcode restrictions will be disclosed before purchase.

Changes to delivery promotions apply only to future orders and do not affect orders already accepted.

5. International Dispatch and Import Charges

Orders may be dispatched from fulfilment centres outside the United Kingdom.

Where international dispatch applies, any import duties, taxes or clearance charges payable by you will be disclosed before purchase. If a charge cannot reasonably be calculated in advance, we will explain that it may be payable and how it is determined.

We collect applicable taxes at checkout where legally required.

International dispatch does not reduce your statutory consumer rights.

6. Order Tracking

Once your order has been dispatched, we will send a dispatch confirmation email containing tracking details where available.

Tracking information may take some time to appear after a shipping label is created. Creating a label does not necessarily mean that the carrier has received the parcel.

If your tracking information does not update or shows an unexpected delivery issue, contact help@atelieropulence.com.

If an order is sent in separate parcels, we will provide the available tracking details. You will not be charged additional delivery fees merely because we choose to split your order.

7. Delayed Delivery

If your order has not arrived within the stated delivery period, please contact us so we can investigate and arrange an appropriate resolution.

We remain responsible for delivery where we arrange the carrier. You do not need to resolve a claim with the carrier yourself.

Unless a different delivery period was agreed, goods must be delivered without undue delay and within 30 calendar days of the contract being formed.

If we miss the agreed delivery deadline, you may normally require delivery within an additional reasonable period. If we also fail to deliver within that period, you may end the contract and receive a refund for the undelivered goods and applicable delivery charges.

You may have the right to end the contract immediately where we refuse delivery or delivery by the agreed deadline was essential in the circumstances, including where you told us this before ordering.

Refunds following termination for non-delivery will be made without undue delay.

These provisions do not limit any separate statutory cancellation rights.

8. Lost Parcels or Disputed Delivery

If your parcel appears to be lost, contact help@atelieropulence.com.

We will investigate using the available tracking and delivery information. Where goods have not been delivered, we will arrange an appropriate resolution, including a replacement at no additional cost or a refund where applicable.

Your statutory remedies are not conditional on the carrier formally declaring a parcel lost.

If tracking shows “delivered” but you have not received the parcel, please check with other household members and any person or location you authorised to receive it, then contact us.

A delivery scan alone does not automatically establish that the goods came into your possession. We will consider the available evidence.

9. Incorrect Addresses and Failed Delivery Attempts

Please check your delivery address carefully before submitting your order.

If you notice an error, contact us immediately. We cannot guarantee that an address can be changed after processing or dispatch.

If delivery fails because of incorrect or incomplete information supplied by you, or because a parcel is not collected following reasonable notification, we will contact you to discuss the next steps.

Any reasonable additional redelivery charge will be explained and agreed before a further delivery is arranged.

Refusing delivery or leaving a parcel uncollected does not, by itself, clearly notify us that you wish to cancel. Please also contact us to communicate your decision.

10. Damaged Parcels or Goods

Please inspect your parcel and goods reasonably promptly after delivery.

If you notice damage, please contact help@atelieropulence.com as soon as reasonably possible with:

• your order number or other proof of purchase;

• a description of the damage;

• photographs of the goods and packaging, where reasonably available.

You may also report visible damage to the carrier at delivery where practical.

Reporting damage within 48 hours can help an investigation, but it is not a condition of your statutory rights. You do not lose those rights simply because you accepted the parcel, did not report damage to the carrier or discovered a problem later.

We will handle faulty, damaged or incorrect goods in accordance with UK consumer law and our Returns & Refunds Policy.

11. Responsibility for Goods in Transit

Where we arrange delivery, goods remain at our risk until they come into your physical possession or that of a person you identify to receive them.

Different rules may apply if you independently appoint a carrier that we did not offer.

We do not exclude responsibility for delivery merely because a delay, loss or damage involves a carrier or fulfilment partner.

12. Contact

For questions about dispatch, tracking or delivery, contact:

Atelier Opulence
Email: help@atelieropulence.com
Customer service: Monday to Friday

Nothing in this policy excludes or limits your statutory rights under UK consumer law.